Manager - Customer Onboarding (Engagement Manager)

| Denver, CO, USA | Hybrid
Employer Provided Salary: 159,100-258,600 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Please note this role will be located in Denver, CO and requires an in office presence three days a week.

The Engagement Manager, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-sales and Support) is responsible for planning, execution, and successful implementation of our SAAS products for our customers. The Engagement Manager manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.

Major Responsibilities:

  • Be the prime contact for customers during implementation and deployment of our software and services.
  • Be responsible for all aspects of project management and coordination, including scope and change request management.
  • Work closely with project sponsor and stakeholders in defining project goals and objectives as well as planning and delivering the project
  • Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed upon timeframes
  • Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.
  • Lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.
  • Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.
  • Ensure the prime objective of “delivering moments of wow to our customers” is always met.
  • Define resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.
  • Establish and manage communication and risk management plans.
  • Coordinate and manage onsite customer visits.
  • Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders.
  • Coordinate with customer and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.
  • Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
  • Recommend product enhancements and new product opportunities to the Product Management team.
  • Work closely with sales and implementation services to scope and estimate customer engagements (pre-sale).
  • Concurrently work on multiple customer implementation engagements.
  • Work across multiple time zones.
  • 20+% travel may be required.
  • May require working outside office hours.
  • Take on other assigned responsibilities as required.

Qualifications

  • Minimum 10-12 years of experience of managing/delivering SaaS implementation projects such as Salesforce, Zendesk, ServiceNow, Jira etc…
  • 7+ years of experience in a Professional Services Organization (Global SI or SaaS Product)
  • A Bachelor degree is Information Systems or related field
  • 5+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines
  • Formal project management training and/or certification (PMP Certification is a strong plus)
  • Proficient in software projects/products implementation
  • Experience in using project management and presentation tools
  • Experience in writing business requirements and functional specification documents
  • Excellent written and oral communication skills
  • Strong organizational, presentation, and coordination skills
  • Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations
  • Excellent leadership and interpersonal skills
  • Proven track record of working concurrently on multiple customer engagements

Additional Information

Colorado Pay Range: $159,100 - $258,600 comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

Lauren

Enterprise Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

Tylor

Senior Enterprise Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

Jenny

Solution Engineer

What is your vision for the company?

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close and keep their customers for life. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.

Girish

Founder & CEO

How do you collaborate with other teams in the company?

As a distributed workforce I try to include visual elements throughout my collaboration process. By sharing the "why" and vision I can more easily collate critiques and ideas. I also keep internal notes on interactions in my Evernote; being organized helps me communicate directives in a more progressive manner.

Sam

Senior Solutions Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Classpass and a fitness/reading stipend
Team workouts
Financial & Retirement
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company equity
Employee stock purchase plan
Performance bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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